Communicating Better with Customers During COVID-19
Updated: Apr 13, 2020
We’re currently living in unprecedented times under conditions that are having a significant effect on all our lives. Whether you're a business owner, a manager or an employee, COVID-19 has impacted our personal and professional lives in ways we couldn’t have imagined.
We are all dealing with a high-stress work environment, whether that means being flooded with requests from frustrated customers or having to let go of some of your employees because you simply don't have the capacity to let everyone work from home. The common denominator is that everyone is affected and there seems to be a constant lack of information and communication.
Reduce the stress factor
Whether you’re managing a support team in a startup, working in an educational institution, or a non-profit organization, more than ever, you want to keep the flow of communication going. From a customer perspective, the lack of accessibility to consistent and up-to-date information is the biggest stress factor.
You most likely have an influx of support requests with many repetitive questions. As someone who’s a customer as well, you don’t want them to lose confidence in your business. You’ll want to be able to provide answers to any questions in regards to COVID-19 and what it means for the product or service you’re offering.
Consolidate your communication
As a company that was built to resolve major pain points around customers’ and support agents' needs for Wix.com, we completely understand how a business can suffer under these difficult circumstances. You might not just be dealing with customer-facing circumstances, but even needing to let people go, clearly frustrations will be high at the moment.
Therefore, taking control of communication as much as possible during these stressful and uncertain times should be high on your list of priorities.
Consider taking the following steps to consolidate your communication:
Use channels that have a more human touch, to maintain customer confidence and not confuse them with automated impersonal messaging
Keep your messaging up-to-date and aligned across all support channels to eliminate confusion for customers and employees
Have one source of truth via a single platform to update and manage knowledge as well as customer inquiries
Every passing day is crucial for your business. That is why it's essential to make sure you're providing customers with the right information. If you need assistance, our dedicated team will help you make this as straightforward and stress-free as possible.
If you’d like more information on Wix Answers unified support solution, don’t hesitate to get in touch to speak to one of our product experts.